Shipping & Refund
This process usually takes up to 3 (three) business days from the date of your order confirmation. Orders are shipped on business days only (Monday-Friday, excluding national holidays).
Shipping prices will be automatically calculated at checkout based on your order’s size and weight. If you wish to find out how much shipping fees will cost for your order, put everything in your cart and then proceed to checkout. You’ll see the total shipping costs before you confirm your order.
Our warehouses fulfill shipments using the safest method, usually relying on DHL services for Europe, and UPS or FedEX services for the United States.
No, unfortunately for reasons beyond our control, at the moment we can’t ship to the following countries:
– Oceania and New Zealand
– all Asian Countries
– all South American Countries
Once your order ships, look out for a shipping confirmation email with tracking information. Please remember that online orders do not require any kind of signature. You can always check the status of your order by logging into your account.
Please allow 3 (three) business days for us to fulfill your order. If you don’t receive your shipping confirmation within 3 (three) business days of placing your order, please check your spam folder, then reach out to our Customer Care team (using the form on this page), including your order number to expedite the process.
Unfortunately, we are unable to process any changes to orders once they are placed. Due to security concerns, once an order has been verified, we cannot modify or change a shipping address. If you need, we would be more than happy to cancel your order and help you place a new order with your correct shipping/billing information: please reach out to our Customer Care team (using the form on this page), including your order number to expedite the process.
Delivery and Claims
The Products will be delivered to the address specified in your order and in accordance with the delivery option selected at the point of checkout. Please refer to the chosen courier’s Terms & Conditions for details on delivery schedules.
If you have reason to believe your package has been lost or stolen, please contact our Customer Care team to initiate a lost package investigation (using the form on this page), including your order number to expedite the process). Claims for packages lost/not received must be made within 120 days of the shipment date.
Claims for transport damage must be sent within 7 days of receipt of the package. After this time, the forwarder company will automatically reject the claim. The game box is considered packaging and is not replaceable if it is damaged. Please note that the forwarder company will decide unquestionably whether to accept the complaint and to provide the reimbursement they deem appropriate.
If the products fail to arrive because of your mistake (wrong address, recipient absent, not picking up at courier/postal warehouse, etc.), you will have to pay the shipping costs for the new delivery.
If the products fail to ship because of our mistake, we will send it again at no expense to you. Please note that we will not reship any game without first investigating what happened to the first shipment.
Yes, orders of available products can be canceled within 24 hours after the confirmation email is sent. The customer will receive a full refund.
Yes, preorders can be canceled within 30 days from the order date and before the product ships. The customer will receive a full refund.
Yes, we accept the return of products, but only for those bought on our website by physical persons, excluding those bought by shops, corporations, or companies. The return shipping is entirely the responsibility of the buyer and must be performed within 14 days of delivery. To return products, please contact our Customer Care team (using the form on this page, including your order number to expedite the process), selecting the “Return Products” subject. We’ll give you instructions to contact our competent warehouse and arrange the return shipping with them.
For useful reference, the addresses of our warehouses are:
Horrible Games S.r.l. c/o Fulfillment Europe
Alte Leipziger Wollkämmerei
NORTH AMERICA & CANADA
Horrible Games S.r.l. c/o Quartermaster Logistics
1801 Boice Pond Road Suite 125
Orlando, FL 32837
Returned Products must be in their original condition. If the returned products have been damaged or are missing parts or components, they will be sent back to the customer after payment by the customer of a new shipping fee. Waiting for this additional payment, returned products will be stored for 3 months. After this period, they will be trashed.
For further information, please check our Terms of Service and Frequently Asked Questions pages.